Improve service quality by tracking QOE targets and Save $$$ in operations and customer care cost

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VisionWorks CEA helps service providers and Enterprise companies monitor and operate their network to provide the best customer experience to their subscribers. This is accomplished by a single coherent view of the true customer experience, with rapid root cause analysis and resolution across all services.

VisionWorks CEA solution:With the VisionWorks CEA solution, service providers are able to shift away from manual problemresolution driven by customer complaints to proactive, automated resolution, resulting in a bettercustomer experience at a much lower cost.VisionWorks CEA aggregates data across network databases and assurance systems to create aunified view of the customer’s experience and the underlying network performance factors impacting it.VisionWorks CEA is able to proactively highlight and resolve issues affecting many customers beforedownstream care and other costs are incurred. When unavoidable problems occur, VisionWorkssignificantly accelerates the troubleshooting process by rapidly pinpointing root causes and triggeringresolutions.VisionWorks CEA is unique in its ability to leverage synthetic traffic from test agents to flush out and fixissues before a single customer is impacted.

Addressing the Service Differentiation ChallengeTo address the service differentiation challenge, providers need to launch services faster, reduceoperational costs and deliver unique, high­quality services. The following sections explain keyrequirements for achieving these goals and how VisionWorks CEA delivers on those requirements

Focus on your customersDriven by dual mandates for better quality and lower expenses, leading operators are embracingcustomer centric operations. VisionWorks CEA is a key enabler of this migration as it allows operators torapidly identify and prioritize issues based on the number and percentage of customers with poor overallquality of experience (QoE), poor service quality (KQIs), or other issues. This “separates signal fromnoise” and allows fewer engineers, technicians, and customer care agents to provide better qualityservice to subscribers at lower cost.

Automate your operationsVisionWorks CEA not only identifies customer experience hotspots, it also flags signature problemsassociated with those hotspots. These signature notifications are used by customer care and operationsteams to automate problem triage, troubleshooting, and resolution workflows. This frees up humanresources to attack higher value­added tasks like new service rollouts

Bring your own dataVisionWorks CEA was designed from the start to utilize existing operator active and passive probes, andhas spent years perfecting a telecom data model that is vendor and data source independent. This freesoperators from having to “rip and replace” their existing probes or face being locked­in to a single vendor.

Deploy faster with lower riskDespite being flexible, VisionWorks CEA was designed from the start to minimize post­deploymentcustomization. This avoids the high risk, high cost “science project” dynamics that drive many analyticsprojects to fail. Most systems are operational in 3 months.

Operationalize data science and self­service analyticsThe VisionWorks CEA data model, data dictionary, and related information is provided openly toauthorized data science, business intelligence, and engineering teams. Additionally, configurations andoptimizations for tools like Tableau, Nifi and Jupyter are also employed to maximize workflow efficiencyand familiarity. This enables data scientist and BI teams to work arm­in­arm with operations teams in thedevelopment of models that are then deployed in production.